• Responsible for the implementation of Microsoft 365 technology including Azure Active Directory, Microsoft Teams, and SharePoint Online • Provide guidance to SHI customers and partners on best practices for Microsoft 365 deployments.• Migrating and deploying multiple Microsoft 365 workloads utilizing SHI’s standards and best practices.• Responsible for analyzing and collecting environment discovery data utilizing our company’s developed tools and discovery scripts.• Build and update documentation on customer Microsoft 365 environments and integrations.• Deploying Microsoft Defender Advanced Threat Protection (ATP) and other Microsoft 365 security solutions for our company’s customers and partners.• Assist Solution Architects with project tasks for Microsoft 365 tenant migrations and consolidations.• Organize, engage and consult on ideas with customers on Microsoft 365 technology. • Assist delivery team on project tasks, working with other project team members and being accountable for the outcome of the project. • Document best practices, lessons learned, and delivery guidance to customers, partners, and internal resources. • Collaborate with sales team in identifying and closing opportunities through customer discovery and scoping meetings and presentations.

• Developed relationships with strategic prospects and creatively engaged them in differentiated, value-added conversations that converted to opportunities and profitable wins. Designed and positioned services and technology solutions that drew upon the full scope of KTL Solution’s capabilities to address the business and technical needs of prospects and customers.• Identified new areas and business processes where Microsoft 365 Solution such as Exchange Online, OneDrive, Teams, Intune, and others could be leveraged and facilitated continual process improvement.• Delivered consultative and technical services as required to capitalize on revenue-generating opportunities, nurture customer relationships, and demonstrated credible expertise.• Worked with Project Management to ensure an effective transition from the sales phase to the delivery phase and addressed exceptions that might arise during project execution. Participated in quarterly sales briefings to communicate the status of current opportunities and shared insights that aided the sales process.• Participated in Microsoft planning sessions and supported the internal team with upcoming relevant changes to be aware of to support the client.• Led and delivered workshops and envisioning sessions with clients and prospects to assist in education and positioning of solutions.• Scoped work and proposals for KTL Solutions Portfolio solutions. In a hands-on role, had to be able to act under pressure and show wisdom and leadership, often for an audience of top-tier executives. This included creating Statements of Work with work scope and deliverables, project costing, and other related activities. • Assisted the managed services team with support requests as needed.

• Conduct thorough technical discovery to support core service offerings.• Qualify services requests and collaborate directly with customers to uncover project requirements and desired outcomes.• Create project plans based on Microsoft and Google best practices methodologies, ensuring adherence to industry standards.• Develop detailed work breakdown schedules for complex projects, optimizing resource allocation and timelines.• Prepare comprehensive statements of work, clearly defining project expectations, in-scope/out-of-scope items, and pricing details.• Support the seamless transition of signed agreements from the pre-sales process service delivery teams.• Manage a pipeline of services opportunities, providing timely support to internal stakeholders.• Demonstrate leadership in delivering comprehensive enterprise solutions that exceeded customer expectations and aligned with their business needs.• Prioritized delivering a world-class customer experience in line with organizational standards of excellence.

• Maintained situational awareness while managing the support queue and responded quickly and accurately to unexpected events.• Executed scheduled changes with attention to detail, following defined processes.• Troubleshot and resolved system and network connectivity issues in development, test, and production environments.• Supported corporate applications, internal corporate servers, user desktops, etc.• Supported End User Desktop (Applications and OS), printing, mobile devices.• Oversaw and served as the technical resource for third-party vendors when required.• Wrote training, process, and ticket documentation (procedures), as well as trained end-users.• Effectively communicated ideas, expectations, and goals while working with and through others to achieve desired results.

•Empowered customers to expand their usage of Microsoft Services, including developing new guides and sharing best practices to drive utilization and retention.•Identified and evaluated complex technology risks and provide technical solutions. •Managed the process to effectively address customer satisfaction and escalation of issues until resolved. •Tracked and reported on key metrics for customer retention and utilization.•Educated consumers on cyber-security tips to identify security risks and provided complete solutions related to hardware, software, and technology that fulfills their needs. •Coached and trained I.T. staff on operational procedures and troubleshooting techniques. •Provided personal and group training on new hardware and/or software applications as requested.•Managed customer information using Customer Relationship Management (CRM). •Represented Microsoft at public events worldwide to promote our brand, and teach others about our products and services.

•Managed multiple technical support appointments simultaneously, including Apple software and hardware. •Trained new hired and promoted employees.•Filmed and edited training videos.•Established compliance to protect client data.•Supervised a team of over 20 technicians. •Overseen the repair of over 100 repairs per week.•Managed inventory for the entire store in order to maintain loss prevention standards. •Facilitated use of technology-based tools.